Spoonbill

Course

Operations Management

Period

September 2021

Instructor

Elvis Dehima (elvis.dehima@etg.al)

Classroom

Elite Academy Elbasan

Description

This course focuses on optimizing guest bookings, managing tour operations, coordinating with suppliers, and ensuring seamless guest experiences.
Gain expertise in all reservation processes utilizing advanced technology ERP systems such as Spoonbill, incorporating industry- leading practices.
Perfect for professionals aiming to enhance their operational efficiency and guest satisfaction within the dynamic tourism environment.

Expectations & Goals

Expectations:
Master the ability to optimize guest bookings and manage reservation systems efficiently.
Gain proficiency in utilizing advanced ERP systems like Spoonbill for seamless tour operations.
Understand the complete lifecycle of tour operations, from coordinating with suppliers to delivering exceptional guest experiences.
Develop skills to troubleshoot and resolve operational issues swiftly and effectively.
Learn industry-leading practices and trends to stay competitive in the tourism sector.
Engage in practical assignments and simulations to apply theoretical knowledge to real-world scenarios.
Goals:
By the end of the course, participants will be able to:
Efficiently manage bookings and reservations using cutting-edge technology, enhancing overall operational efficiency.
Coordinate with suppliers and partners to ensure smooth and timely operations.
Implement best practices in tour operations to boost guest satisfaction and service quality.
Use ERP systems like Spoonbill to streamline operations, reduce manual errors, and increase profitability.
Improve decision-making skills in operational management through data-driven insights.
Ensure a seamless guest experience by anticipating and solving operational challenges proactively.

Course Schedule

Section	Title	Lectures	Length (min)
1	Elite Travel Group Vision and Mission	0	0
2	Operations and Reservations Department	2	120
3	Spoonbill ERP System	0	0
4	From theory to Spoonbill	0	0

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Name

Operations & Reservations Department

Code

ORD-003-0624

Year

2024

Authors

Çelestina Kotoni DHROMAJ,Ledia MEHA,Elvis DEHIMA

Locations

Elbasan

Description

The Operations & Reservations Specialist is a key player in the hospitality industry, responsible for managing complex reservation systems, coordinating bookings, and ensuring seamless communication with partners and suppliers. With strong organizational skills, attention to detail, and problem-solving abilities, they navigate dynamic environments adeptly, prioritizing customer satisfaction and operational efficiency. Proficient in reservation management systems like Spoonbill ERP, they leverage technical tools to streamline processes and enhance productivity. Collaborative and adaptable, they work closely with internal teams to meet evolving requirements and uphold the highest standards of quality and service, demonstrating a commitment to excellence in every aspect of their role.

Job description & employment opportunities

- Revenue Management Analyst: Specializing in optimizing pricing strategies and maximizing revenue for hospitality businesses by analyzing market trends and demand patterns.
- Guest Services Manager: Overseeing the delivery of exceptional guest experiences, managing front desk operations, and ensuring customer satisfaction.
- Event Planning Coordinator: Coordinating logistics for events, conferences, and special occasions, including venue selection, catering arrangements, and guest accommodations.
- Travel Consultant: Providing personalized travel advice, itinerary planning, and booking services for individual and corporate clients.
- Hotel Operations Manager: Managing day-to-day operations of a hotel, overseeing departments such as housekeeping, front office, and reservations to ensure smooth functioning.
- Tour Operations Manager: Planning and executing tour itineraries, coordinating transportation, accommodations, and activities for group tours and excursions.
- Reservation Sales Agent: Handling inbound inquiries, processing reservations, and promoting hotel services to potential guests through various communication channels.
- Customer Experience Manager: Focusing on enhancing customer satisfaction and loyalty by analyzing feedback, implementing improvements, and training staff on service excellence.
- Hospitality Technology Specialist: Specializing in implementing and managing reservation systems, property management software, and other technology solutions to optimize operations.
- Revenue Operations Manager: Leading revenue optimization strategies, collaborating with sales, marketing, and finance teams to drive profitability and growth for hospitality businesses.

Competencies

By the end of the training program for Operations and Reservations Department Specialist., trainees will be able to:

 Recognize Elite Travel Group's history to understand its evolution.
 Understand Elite Travel Group's vision and mission statements.
 Understand the fundamentals of reservation management.
 Utilize the Spoonbill ERP system for reservation handling.
 Navigate the Spoonbill interface effectively.
 Know the different reservation types and their procedures.
 Handle single group reservations efficiently.
 Gain skills in managing multiple dates and groups for reservations.
 Generate and manage rooming lists accurately.
 Understand the importance of double-checking in reservation management.
 Proficient in coordinating guides for various tours and activities.
 Competent in addressing and resolving reservation-related issues effectively.
 Collaborate effectively with partners in the reservation process.
 Communicate with proficiency with accommodation providers via email for confirmation.
 Identify and resolve issues with reservations promptly.
 Understand the importance of accuracy and completeness in reservation management.
 Manage accommodation and food & beverage services efficiently.
 Generate and analyze reports related to guide scheduling and reservation statuses.
 Conduct thorough research to identify alternative accommodation suppliers when needed.
 Use the Quick Check feature to ensure the readiness of upcoming reservations and services.
 Utilize the Filter feature to refine searches within the Spoonbill system.
 Understand the role of the Operations & Reservations department in ensuring smooth hospitality operations.

Admission requirements

Trainees are required to have successfully completed secondary education, attained a minimum age of 18 years, and demonstrate proficiency in the English language at B1 level or higher.

Training Duration

The training program is designed to be implemented in a total of 200 hours, where:
1 hour of lesson = 45 minutes

Session Duration

0

Assessment and Certification

Trainees are evaluated by the trainers of this program and the evaluation will be based on their performance across all course modules and meeting learning outcomes. Trainees who demonstrate proficiency will proceed to the final theoretical-practical exam. Upon successful completion of this exam, they will be awarded the relevant certificate.

Modules

No	Title	Lectures	Length (min)
1	Elite Travel Group Vision and Mission	0	0 min
2	Operations and Reservations Department	2	120 min
3	Spoonbill ERP System	0	0 min
4	From theory to Spoonbill	0	0 min

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Operations Management

Elite Academy Elbasan

Elvis Dehima

€ 150

24

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